Kayako Classic v4.93.0 is a version that had some known issues that led to performance degradation, and the root cause has been determined to be TinyMCE js not being cached.
One of the symptoms of this issue is that some pages are being "downloaded" or are attempting to open in a text editor instead of being rendered in the browser.
The subsequent versions of Kayako Classic have resolved this issue. If you are using Kayako Classic 4.93.0 and older versions and you are experiencing the aforesaid issue, please do the following:
For Kayako Classic (Download), upgrade your instance. Please visit the Upgrading or Downgrading Your Kayako Classic Download KB article for information on upgrading your instance.
For Kayako Classic (OnDemand), please contact our support team by clicking the Submit a ticket button at the top of this page. We will facilitate the upgrade of your helpdesk in the backend.
Note: To check the version of Kayako Classic, please see the instructions provided in the KB article Identifying a Kayako Classic Version.